Sales and customer service
At Chroma, we firmly believe that truth is the core of measurement and that trust is the cornerstone of customer relationships. Every piece of customer feedback is essential nourishment for Chroma’s growth and for refining customer relationships. Through irregular business visits, multiple internal quality and review meetings per month, and an annual customer satisfaction survey, we gain an in-depth understanding of customers' needs and opinions across multiple dimensions. These insights are analyzed and reviewed to guide subsequent improvements.
The Corporate Marketing Center conducts customer satisfaction surveys across four dimensions—products, marketing activities, sales personnel, and after-sales service—in four languages: Traditional Chinese, Simplified Chinese, English, and Japanese. The overall customer satisfaction survey result for 2024 was "Satisfied," with an average score of 4.34, a decrease of 0.03 points compared to 2023. Chroma will continue to follow up on and adjust according to each valuable customer suggestion to better meet customer demands. We aim to turn actual customer feedback into a driving force for enhancing products and services, with the ultimate goal of exceeding customer expectations and building lasting, positive interactions and cooperation with customers.
Due to the impact of global GDPR regulations, we have also added a personal data consent form, allowing customers to provide feedback on satisfaction voluntarily. In 2024, a total of 1,792 questionnaires were sent out, with 317 responses received, representing an 18% response rate.
